Customer Experience Team Lead
jobs.com
Customer Experience Journey Manager
Brightspeed
full-time
Posted on:
Location Type: Remote
Location: Remote • North Carolina • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
SQL
About the role
- Lead the end-to-end Get/Install experience from order capture and scheduling through technician/self-install, activation, and the first 90 days of service
- Define the Get/Install + 90-day vision and north-star metrics
- Maintain a prioritized backlog based on quantified losses
- Use VoC/VoA, dispatch data, and build dashboards for install intervals
- Coordinate with Field Ops, Network, Marketing, IT, and E-commerce
Requirements
- 6+ years in product/CX/operations with order-to-install or field/last-mile journey ownership
- Fluency in ops & funnel analytics (dispatch/route, IVR, ticketing; SQL/BI a plus) and conversational/IVR analytics
- Experience applying AI/automation to scheduling, routing, prediction, agent-assist, and proactive support
- Strong cross-functional leadership with Field/Network/IT; crisp communicator; 80/20 decision-maker under time pressure
Benefits
- competitive medical, dental, vision, and life insurance
- an employee assistance program
- a 401K plan with company match
- paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
order captureschedulingactivationVoCVoAdispatch datadashboard creationAIautomationSQL
Soft skills
cross-functional leadershipcommunicationdecision-makingtime management
